JACKSONVILLE, Fla. -- The Tackett family now has running water. A few days ago they did not.

"We had to fill water jugs at the gas station to flush the toilets," said Amanda Tackett.

On December 1st, they moved from Alabama to a rental home in St. Johns County. They're still unpacking and trying to get over what they call a bad experience with the JEA.

"I've never had this experience with a utility company," said Tackett.

Amanda Tackett said during the last week of November, they mailed copies of their lease agreement, their IDs, along with a deposit to the JEA. The check was sent to a different address for security reasons.

"We provided everything ... " said Tackett, "and nothing we did was good enough."

But Tackett claims JEA delayed the service connection because of a there was a delinquent service charge to the address, which had nothing to do with them.

"We knew nothing about that. We were 400 miles away," she said.

December 3rd, James Tackett went to the utility in person and resolved the conflict. Even so, his wife feels the utility needs a customer service overhaul.